The role
The Client Services Manager is responsible for the day to day management of Client Services team members as well as performing pre-sales and post sales activities in the field as needed.
What You'll Do
Subject Matter Expertise and Technical Knowledge: Stays up to date on the latest industry knowledge, and possesses domain and technology understanding to meet the needs of the solution area and customers you work with.
Maintains professional and technical knowledge by attending educational workshops and reviewing professional publications
Establishes and maintains personal networks with other professionals and participates in professional societies
Maintains up-to-date knowledge of data modeling, mapping and management needs of customer and solution areas as needed
Practice Development: Assist in driving best practices, business processes and product development direction based on Workiva’s evolving target markets, customers, solutions and technologies
Partner with other leaders in documenting and sharing best practices to enhance efficiency and the customer experience
Optimize Workiva’s adaptation of our platform to meet the business and technical needs of customers to maximize value
Document and deliver feedback on customer and market needs to product development to increase customer retention and Workiva’s business expansion.
Partners with other Workiva organizatons to expand service and technology partner relationships in the assigned solution areas
Team Leadership: Guide, mentor and motivate the Client Services team by implementing best practices, improving team skills, and problem solving based on team goals to support markets, customers and solutions.
Project manage team’s book of client services engagements, to align with Workiva’s fiscal goals.
Guides the team toward organizational goals with a focus on Customer First.
Maintains the team by recruiting, selecting, orienting, and training employees
Maintains the team results by planning, monitoring and assessing results
Creates and analyzes team performance metrics
Client Management: Client Services Managers are not only managers of people but leaders critical to building and managing client relationships.
Ensure client projects progress to close in reasonable timelines, mitigating project risks and help resolve issues.
Assist in negotiating, maintaining and at times resetting customer expectations on project scope, commitments and timelines.
Serve as Client Services leader for client escalations, solving problems and bringing them to mutually satisfactory resolution.
What You'll Need
Education:
Undergraduate Degree or equivalent combination of education and experience in a related field.
Experience:
Experience reviewing, mapping and modeling accounting and financial data
Understanding of accounting and business systems including SAP, Oracle, Workday, Microsoft, and other ERP/GL platforms
3+ years experience as a Solution Architect or equivalent in a SaaS organization
Management experience or strong individual contributor skills and demonstrable leadership skills preferred
Skills:
Strong project management and problem solving skills
Strong attention to detail, prioritization and multitasking skills
Excellent verbal, written, and interpersonal communication skills
Strong business acumen
Data and technical expertise related to assigned Solution area
Travel Requirements:
Up to 50% travel
Working Conditions & Physical Requirements:
Reliable internet access for any period of time working remotely, not in a Workiva office.
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
- Customer Success: Always delight our customers.
- Trust: Rely on each other.
- Integrity: Do the right thing, every time.
- Collaboration: Share resources and work together.
- Innovation: Keep creating solutions and finding better ways.
- Inclusion: Support a diverse community where we all belong.
- Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
- Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
- Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
- Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more: https://www.linkedin.com/company/workiva/life/
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
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